Returns and complaints in an online store in Finland: a practical checklist for the customer

Returns and complaints in an online store in Finland: two different processes

Returns and complaints are often confused, even though their legal basis is different. In Finland, most online purchases come with a 14-day right of withdrawal, but there are exceptions. A defective product, on the other hand, is handled as a complaint.

The 14-day withdrawal period

According to the Finnish Competition and Consumer Authority (KKV), the 14-day withdrawal period for goods starts from the receipt of the goods. The seller must be notified of the withdrawal within 14 days. Simply returning the package or leaving it uncollected is not enough.

The goods must be returned no later than 14 days after the notice of withdrawal.

Who pays for the return

The consumer is usually responsible for the return costs if the seller has told them about this before the order. The situation is different if the seller has promised to pay for the return or has failed to provide the information required by law.

When the money is refunded

The seller must refund the payment no later than 14 days after the notice of withdrawal, but the seller can usually wait until the goods have been received back or the customer can show that they have sent them.

The refund is in principle made using the same payment method. A gift card cannot be used for the refund without the consumer's consent.

A complaint is a different matter

If the product is broken, wrong, incomplete or otherwise differs from what was agreed, it is advisable to make a complaint in writing.

A good complaint includes:

• the order number
• the product name/SKU
• a short description of the defect
• photos where necessary
• the date of receipt
• the desired solution.

Transport damage

Photograph the outer packaging before disposing of it. This makes it possible to assess whether the damage is related to transport.

Exceptions to the right of withdrawal

Not all products fall within the scope of the standard 14-day right of withdrawal. The seller must inform you of the exception and its grounds before the order. Always check the current terms and the KKV guidance.

Source

KKV: Right of withdrawal in online shopping

Withdrawal in practice as a timeline

Based on the KKV guidance, the process for ordinary online-store goods can be outlined as follows:

Day 0: you receive the goods.

Within 14 days at the latest: you notify the seller of the withdrawal.

Within 14 days of the notice of withdrawal at the latest: you return the goods.

The seller's refund: no later than 14 days after the notice of withdrawal, but the seller can usually wait for the goods to be returned or for proof of dispatch.

This timeline applies to the general situation. Exceptions are always checked separately.

The importance of the return receipt

A return receipt or tracking number can show that the goods have been sent back. Keep it until the refund appears.

Reduction in the value of the goods

If the product has been handled more than is necessary to establish its nature, characteristics and functioning, the amount refunded may in certain situations be reduced. For this reason, you should not start using the product extensively if you have not yet decided to keep it.

Liability for defects is not the same thing as a warranty

A warranty is a voluntary additional benefit that the seller or manufacturer can give. Liability for defects is based on consumer protection and does not disappear simply because the warranty period has ended.

Example: wrong material

If you ordered a product whose product page stated the material as cotton, but the label on the received product says polyester, this is not merely a change of mind. The product may be defective because it does not match the information provided.

Document the product page and the label on the packaging before making contact.

Example: a mere change of mind

If the product matches the order but you no longer want it, this is usually an exercise of the right of withdrawal, provided the product falls within its scope.

How the payment is refunded

According to KKV, the refund is in principle made using the same payment method that was used for the purchase. Another form of refund, such as a gift card, requires the consumer's consent.

When to take the matter further

If a written complaint does not resolve the matter, in Finland the consumer can, if necessary, use KKV's consumer advice service (kuluttajaneuvonta). Keep the entire message thread, as it makes the matter easier to assess.

Withdrawal and complaint are different processes

In a withdrawal, the consumer exercises their right related to distance selling within the terms. In a complaint, on the other hand, there is a defect in the product or the delivery. Confusing the two can lead to the customer using the wrong form or the seller handling the matter incorrectly.

State in your message right away whether it is a change of mind or a defect.

The 14-day deadline should be calculated correctly

In distance selling in Finland and the EU there is typically a 14-day right of withdrawal, but there are exceptions. The exact start date and the return deadlines depend on the situation and the product category.

Always check the current KKV guidance and the seller's terms before opening the package.

In hygiene and sealed products, opening the package may affect the right

In some product categories, opening a properly sealed package can remove the standard right of withdrawal for hygiene reasons. However, this does not mean that you cannot make a complaint about a defective product.

For this reason, you should not open the seal until you have checked the size, the model and the return terms.

Keep the tracking information for the return

When you send the return, save the receipt and the tracking code. If necessary, take a photo of the package before handing it over.

Proof makes the situation easier if the shipment is lost or its receipt is delayed.

The product is returned properly packed

Use adequate shipping protection. The original product packaging is not always a shipping box on its own. If the product is damaged because of poor return packaging, the situation can become more complicated.

Protect glass, electronics and liquids in particular.

When complaining about a defect, describe the problem precisely

Tell what does not work, when the fault was noticed and how the product had been used. Attach photos or a short video if they illustrate the problem.

A general statement such as "the product is bad" is harder to handle than a precise description of the fault.

Give the seller an opportunity to handle the complaint

Do not dispose of the product or have it repaired on your own before the seller has had an opportunity to assess the situation, unless safety requires you to stop using it immediately.

The seller can propose a repair, a replacement or another solution in accordance with the law and the situation.

Follow the refund payment method

After the return, check when the refund appears on the original payment method. Bank and card systems may show the refund with a delay.

If the promised refund does not appear within a reasonable time, contact the seller with your order number.

Return costs do not always fall on the seller

In an ordinary withdrawal, responsibility for return costs depends on the terms and on how the seller has informed the customer. In the case of a defect, the cost logic may be different.

Check the KKV guidance and do not assume a single rule for all situations.

Documentation decides in a dispute

Keep the order confirmation, the product description, complaint messages, the return receipt and any photos. In this way the chain of events can be shown without relying on memory.

Good documentation also makes customer service faster.

The return notice should be made in writing

Email, a web form or another channel that is saved makes it easier to prove the deadline. Simply sending the package back without a clear notice is not always the same as a proper withdrawal.

Follow the seller's instructions and keep the confirmation.

Handling the product before the return can affect the refund

In distance selling, you may usually inspect the product reasonably, in the same way as in a store, but additional use may affect the reduction in value. Product-category-specific exceptions, such as hygiene products, must be taken into account separately.

Do not use the product for longer just to "test" it if you have already decided to return it.

Open the package neatly

If the right of return remains, an intact original package makes it easier to return the product in a saleable condition. This does not mean that every cardboard box must be kept under the law, but in practice it is often useful.

With sealed products, check the terms before opening.

Record the seller's response time and the progress of the complaint

If the matter drags on, keep a timeline of the contacts. Record the dates, the solutions offered and the deadlines agreed.

This helps if the matter later has to be taken to consumer advice or another dispute resolution body.

Consumer advice is the next step if no solution is found with the seller

In Finland, KKV's consumer advice service gives guidance on problems between a consumer and a business. Before making contact, gather together the order number, the terms, the messages and the photos.

Good documentation speeds up the advice.

Liability for defects can continue longer than the warranty, depending on the situation

A warranty is a voluntary addition, but statutory liability for defects is a different matter. Do not assume that your rights have automatically ended just because the manufacturer's warranty has expired.

The exact assessment depends on the product and the circumstances.

Monitor the processing time of a return and a complaint separately

The refund process for an ordinary withdrawal and the investigation of a technical defect can take different amounts of time. It is worth telling the customer what stage the matter is at and what information is still needed.

Silent processing without interim information increases unnecessary contacts.

In a complaint, the solution should correspond to the actual problem

A minor cosmetic deviation and a completely unusable product are not the same situation. The seller assesses, on the basis of the law and the circumstances, a repair, a replacement, a price reduction or another appropriate solution.

The customer should describe the impact as concretely as possible.

Recognise the difference between a return and a complaint before making contact

A return usually relates to a situation where the buyer wants to cancel or return a distance-selling purchase in accordance with the terms. A complaint, on the other hand, usually concerns a defect, a shortcoming or the delivered product not matching what was agreed. Distinguishing between them makes the message easier to write and speeds up handling, because the seller understands right away what solution the customer is asking for.

Before making contact, it is worth gathering the order number, the product name, the delivery date and a short description of the situation. If the issue is a visible defect or damage, clear photographs can help. There is no need to send unnecessary personal information, and complete payment card details should never be attached to an ordinary email.

Write the timeline down

If the matter drags on, a simple list of events helps a great deal. You can note on it the order date, the delivery date, the first contact, the seller's reply and any agreed follow-up actions. In this way the discussion does not have to be reconstructed from memory and any deadlines are easier to grasp.

A timeline is also useful if the matter is passed on to a payment service provider, consumer advice or another party. Clear documentation does not automatically make a claim correct, but it makes the events easy to verify.

Document the condition of the product being returned

If the product is sent back, it is worth photographing the condition of the packaging and the product before closing the package. At the same time, save the return instructions, the return code and the shipment tracking information. This helps if the package is delayed or if there is uncertainty about the condition in which the product left the customer.

Not all products can be returned on the same terms, so product-category-specific restrictions should be read before opening the package. In particular for products intended for personal use, hygiene protection or a seal can affect the possibility of return.

A good complaint is short but precise

An effective message says what was ordered, what is wrong, when the problem was noticed and what solution is requested. A long description of feelings does not usually speed up handling. Instead, the order number, the facts and a clear request make the matter easy to handle.

If the seller asks for more information, it is worth replying in the same message thread so that the whole history stays in one place. In this way both the customer and the seller have the same picture of events and the progress of the matter is easier to verify.

The requested solution should be proportionate to the problem

If a part is missing from the product, the solution may be to supply the missing part. If the product is wrong, the solution may be a replacement. If, on the other hand, the defect is a material one, a different kind of handling is needed. In a complaint, it is therefore worth describing also what you yourself consider a reasonable solution, rather than leaving the matter entirely open. The seller may nevertheless propose another alternative in accordance with the law and the terms.

A clear request for a solution makes the discussion easier especially when the problem can be fixed in several ways. At the same time, you avoid long message threads in which both parties try to guess each other's expectations.

Read the return instructions before sending

Online stores may use return codes, electronic forms or a specific shipping method. Sending the package on your own to the wrong address can slow down handling. For this reason, the seller's current return instructions should be checked before the package is closed.

If the return involves costs, the basis for them should be shown in the terms. The shipping receipt and the tracking number should be kept at least until the return has been processed and any refund appears on the payment method.

Check the progress of the refund on the payment method

When the seller announces that a refund has been made, the money does not always appear immediately on the card or bank account. Processing by the payment service can take its own time. It is worth noting down the date of the seller's announcement and then monitoring the original payment method.

If the refund does not appear within a reasonable time, the earlier confirmation should be attached to the contact. In this way the seller does not have to investigate the entire chain of events from the beginning.

In a complaint, distinguish between a product defect and transport damage

If the outer packaging is damaged and the contents have also suffered, damage during transport may be an essential part of the investigation. If, on the other hand, the packaging is intact but the product has a manufacturing or functional defect, the chain of events is different. In both cases, it is worth describing the observation to the seller precisely and attaching photos of how the package and the product looked at the time of receipt.

Keep the tone of communication factual

A clear, calm complaint helps a solution more than a long or aggressive message. A good structure is simple: order number, problem, date of observation, any photos and the desired solution. After that, it is easy for the seller to handle the matter step by step.

Pack the return for transport

The product should be protected so that it is not damaged on the return journey. The original packaging can be useful if it has been kept and is suitable for shipping, but if necessary other sufficiently protective packaging can be used in accordance with the seller's instructions.

Confirm for yourself that the matter has been closed

Once the exchange, refund or other solution has been completed, the messages and receipts can be kept in the same folder for some time longer. In this way it is easy to return to any follow-up question, and the old chain of events does not have to be reconstructed.

A final check before closing the return

Before closing the package, it is worth making sure that the parts requested by the seller are included and that the return label matches the order in question. This reduces unnecessary delays at the receiving end.